Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.
At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.
The Shipper Support Manager is responsible for overseeing and optimizing the support provided to shippers, ensuring seamless operations of all commercial support activities, and maintaining high levels of customer satisfaction.
This role involves managing a team of support agents, resolving escalated issues, and collaborating with both internal and external stakeholders to improve operation processes which the team is involved in.
Responsibilities
Collaborate with management to define long-term goals and objectives for the customer service departmentCommunicate the strategic vision and objectives to team members to ensure alignment and engagement with our key goalsSet and monitor KPIs to track team’s and individual agent’s performanceDevelop capability rubrics to assess and evaluate each individual’s skills, knowledge and ability Conduct regular performance review/ feedback sessions with team/ individual agents to address areas of improvement and provide guidance, coaching, and support to ensure high performance and developmentSocialise relevant scorecards, audit outcomes with team and ensure they understand how they are being measuredCollaborate with commercial training arm to introduce trainings for new products / process changes that will impact shippers’ experienceFoster a positive environment where communication, collaboration, continuous learning and feedback are welcomedIdentify key priorities and initiatives to support the team's growth and development Stay updated on emerging trends and technologies in customer service and incorporate them into improvement initiativesProvide mentorship and coaching to team members to support their career advancement and personal growthAnalyze existing support processes and identify areas for improvement/ bottlenecks to enhance operational efficiency and service qualityIdentify key stakeholders/ cross-functional teams involved and drive collaboration to achieve aligned objectives or arrive at potential solutioningDrive/ execute solutions/ strategies to achieve desired outcomesMonitor productivity and bandwidth of team and individual agents, ensuring resources are assigned optimally, especially during peak periodsFacilitate clear communication within team to ensure changes in processes/ the commercial organisation is cascaded in a timely mannerImplement and enforce team policies, procedures, and protocols to ensure compliance and consistency in standardsEnsure the knowledge base is maintained in a timely mannerAlign on audits standard and criteria with relevant regional stakeholders to maintain service quality and accuracyReview and execute processes to address failure in complianceDevelop and consolidate weekly reports on team’s performance, key issues and feedback about processes/ pain points encountered by shippers Share outcome and create a feedback loop with relevant stakeholders for their action/ knowledgeMonitor recurring issues and escalate to direct reporting line for further actionRepresent shipper support point of view in meetings, new projects and/or initiatives to ensure planning is done comprehensivelySupport commercial stakeholders to manage their shippers through providing/ generating reports and insights requested in a timely manner Provide visibility of progress for all projects/ processes/ new initiatives and the respective status/ results to managementCollaborate with other departments to achieve identified outcomes and goalsDesign shipper support workflows for new initiatives/ shippers which are aligned to project objectives/ outcomes when necessaryRequirements
At least 2 years of managerial or team leader position in customer/ shipper support, logistics, or supply chain managementPrior experience in a client facing role or commercial roleIntermediate excel skills requiredProven experience managing teams and navigating complex customer issuesStrong analytical, problem-solving, and decision-making skillsExcellent communication and interpersonal skillsProficiency in salesforce service cloud and knowledge of shipping regulations and industry best practices would be a plusExcellent English communication skills, Malay and Mandarin Chinese will be an added advantage Submit a job application
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